Reinvent HR across 17 APAC markets by collapsing legacy structures, moving to Workday, and creating a self-service model (via ServiceNow) for employees and HR teams.
role
Workstream Lead
industry
Insurance (HR)
skills
Project management, HR service design, Knowledge management, Case management, Change enablement, Multi-region rollout, ServiceNow implementation
AIA was restructuring its HR organisation and rolling out Workday across 17 regions — a rare chance to redesign how HR worked at both the back end and the front line.
I led the ServiceNow stream, building the knowledge, case management, and service layer that turned HR from a phone call into a click.
That meant breaking down hundreds of policies into bite-sized articles, designing a portal that could scale globally but flex locally, and equipping managers and employees to handle requests themselves.
We worked hand-in-hand with regional HR heads, developers, and change managers to align requirements, training, and comms — ensuring adoption stuck across markets.
The result: HR became faster, clearer, and less hierarchical — managers could initiate hires directly, employees had continuous feedback, and routine questions were handled through the portal instead of people.
